Penn Station East Coast Subs — Restaurant in Fort Wayne

DO NOT GO THIS LOCATION!!! HORRIBLE CUSTOMER SERVICE!!! EMPLOYEES COULDN'T CARE LESS ABOUT CUSTOMERS!!! We went to this location on 12/30/22 at 5:15pm. After looking at the menu board for 2 minutes we went to the place order here spot. There were 2 males working the sandwich line, one was directly in front of us. He moved back & forth between the front & back counter several times. He never acknowledged we were there. He apparently was too busy listening to music on his ear buds to notice us .We stood there for 5 minutes, without anyone waiting on us. There were 2 females standing at the cashier area talking, not doing a single thing. We were the ONLY CUSTOMERS IN THE BUILDING!!! A male came out of the back room & came to the order area. He finally took out order. We could barely understand him because he spoke so softly. we had to ask him to repeat things, to understand him. After paying for our meals, we stood near the cashier area, getting our drinks, etc. After about 5 minutes a female came around the corner with a sandwich, which was for my wife. She went to a table..I waited another 6 minutes before my sandwich & fries were done, the female who gave me food, did say Have a nice rest of your evening. When I got to the table, my wife said all the tables she checked had a sticky surface. The floors were sticky too. I don't know what they use to clean, but it doesn't work. It has been almost 3 years since we have been at this location. The last time the food & service was excellent. Our sandwiches were good. My wife had a artichoke sub & I had the chicken cordon blue sub. The fries tasted good, but alot of them were little hard burnt pieces or large clumps of uncooked fries. Half of them were decent size & cooked properly. We had bought two cookies, when we paid our bill. The cashier put a basket in front of us that had 3 cookies in it. She said go ahead & take two of them. One was burnt on the bottom really bad, so we didn't take that one. We were very disappointed in the service & how it was obvious that customers really don't matter to the employees. Geez I'm sorry that we were a inconvenience to your conversation & listening to your music !! WE WILL NOT BE GOING BACK TO THIS LOCATION!! If the management doesn't do something, they will not have a business to run ! Word of mouth gets results and we will tell everyone we know...

I am still in shock at my experience today. I am very understanding and patient when it comes to order delays because I understand most restaurants are understaffed at current time. However, I saw at least 6 employees tonight and our food took over an hour on dine in and we didn’t even get the full order! The cashier was scrolling social media while she checked us out… too busy scrolling to even give us our drink cups so we got them ourselves after we brought it up to her and she didn’t attempt to get them for us after we prompted her… rude but can overlook. Part of our order came out after about 30 minutes.. that food is eaten and my sandwich still hasn’t come out. We inquire- told it’s been sitting behind the counter forever. Great. Wait about 20 minutes after that and the rest of the order never comes. Employees were messing around instead of making food and the manager was cussing out an employee during most of our meal. My ten year old learned some new words today, so thanks for that. She acknowledged the altercation in a very strange way at one point so she clearly understood we could hear. We finally had enough of it all and asked for a coupon or refund because we were tired of waiting for the rest of our order. We were given advertisements to get a free sub for signing up for the email club.. really?! When we brought this up, They hand wrote free sub on them and I’m guessing these makeshift coupons won’t be honored if we ever return. If the staff acknowledged the delay, apologized, and were working hard to fulfill orders I would not be writing this review but I have never witnessed such complete unprofessionalism in front of 10-15 customers in my life. Unfortunately I think that a bad manager or two at this location is setting a bad example for the others that work there based on the behaviors witnessed. Clearly need training on professionalism and customer service as well as additional training- most of the kitchen employees just wondered around like they were lost. Disappointing and sad because penn station food is SO GOOD! Corporate or general manager- please get your employees in line because based on the other customers reactions to these antics tonight you’ve lost more customers...

Worst customer service experience ever. After reading some of these, i see im not the only person. I was the first in the store. Waited 6 mins before i was greeted(should have been my first clue). Finally i am greeted by 2 ladies from the back and they take my order & i move on. Another lady comes from the back & a guy with a back pack. They talk a bit & the guy with the back pack clearly clocks out. They continue to talk while im standing in front of the register & the guy, who is clocked out & ready to leave, collects both my payment & the people behind me then proceeds to leave. Meanwhile, the 3 women are just chatting amungst themselves. After about 15 mins of this, i inquire on my food. They tell me they need to remake a sub because they put something on it that wasnt supposed to be. Ok, i get it. Im frustrated, but happy my food will be correct. At this point, the phone rings, the manager awnsers the phone & i see one of the other girls start picking things off my sub instead of remaking it. I point it out to the manager who is at the register & off the phone. I ask her for a refund & she ignores me. At this point i blow up. She proceeds to tell me that she is too busy on thr grill & im going to have to wait. No. I was first in line. Your employee is picking through my sub & i have to wait. 🖕🏻. So after 25 mins, & a girl picking through my sub that i was told was being remade, & being completely ignored by the manager when asking for a refund, the best service i got was from the man that was clocked out & headed home. To whomever this man is, i hope you have a long & great life & i appreciate you being the only bright spot in that horribly ran establishment. This is maybe the second review i have ever left. That is how bad my...